Senior Account Manager

Job Title: Senior Account Manager
Team: Commercial
Reports to: Regional Sales/Managing Director

The Account Manager is responsible for the commercial relationship with existing clients in their allocated book. They are responsible for ensuring the successful continuation of that relationship - driving client satisfaction, growth, price increases and ensuring customer retention.

In addition to commercial responsibilities the role requires the delivery of customer success responsibilities (subject to book size & overall regional growth). In this case the position holder will be expected to deliver the overall customer journey: from onboarding process, training, act as the initial point of contact for clients, support ongoing engagement, and act as the internal voice of the customer.

The individual will work closely with New Sales, Research, Product, and Operations teams to deliver value at every stage of the client journey.

Key Responsibilities:

Commercial Relationship Management

• Deliver excellent customer management - supporting and driving the customer relationship to retain and grow their book.

• Own the renewal process and ensure timely and successful contract continuation.

• Identify and support upsell or cross-sell opportunities where relevant (including new products, users, departments etc)..

• Serve as the key point of contact for all clients in your region post-sale.

• Maintain visibility on account health and proactively manage any risks/ strategies as required to drive retention.

Client Onboarding & Customer Journey

• Coordinate onboarding in collaboration with internal teams to ensure a smooth and effective client launch.

• Identify Clients drivers and requirements - use these to manage the relationship.

• Regularly check in with clients (and at minimal in line with customer journey tasks and/or quarterly check-ins)

• Help clients to understand and use our services to meet their goals.

• Monitor client engagement and intervene early if any issues arise.

• Use tools and systems as provided by the business in line with processes (including but not exclusively Hubspot CRM and ChurnZero).

Internal Collaboration & Customer Advocacy

• Act as the voice of the customer internally-bringing feedback and insights to the right teams.

• Partner with Research and Product teams to deliver on client expectations.

• Maintain accurate and timely HubSpot records and contribute to commercial forecasting.

Role requirements/Success indicators

• Prior sales experience in account management or customer success role

• Experience of B2B information services driven by subscription model

• Strong relationship building and communication skills

• Proven ability to work with cross-functional teams and collaborate within an international environment

• Experience in the data centre industry would be an advantage but not essential, other adjacent industries include technology, telecoms, property

• Organised, proactive, and highly accountable

• Familiarity with HubSpot

• A curious, collaborative attitude to always put our customers first

Key Performance Indicators (KPIs)

• Gross & Net Revenue Retention: as per target for individual book, set annually

• Client Onboarding Completion: timely onboarding for all new accounts, completed in line with customer journey standards

• Client Health & Engagement: regular check-ins regarding drivers, requirements and usage. Completed and monitored across all customers with risks/issues managed and escalated proactively

• HubSpot Accuracy: Up-to-date records for all accounts, including renewal dates, key contacts, and engagement notes

• Internal Collaboration: Timely and constructive input into forecasting, product feedback loops, and cross-team initiatives